2012 State of Mobility Survey - Symantec

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business. And now we are seeing it again, with mobile devices as the catalyst. Once mostly ... They are also developing
2012 2011

State of Mobility Survey GLOBAL FINDINGS

Copyright © 2012 Symantec Corporation. All rights reserved. Symantec, the Symantec Logo, and the Checkmark Logo, are trademarks or registered trademarks of Symantec Corporation or its affiliates in the U.S. and other countries. Other names may be trademarks of their respective owners

CONTENTS Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4 Methodology . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6 Finding 1: Tipping point in mobility adoption . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8 Finding 2: Mobile initiatives significantly impacting IT resources . . . . . . . . . . . . . . . . . . . . . 12 Finding 3: Mobile risks impacting organizations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14 Key Recommendations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16

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State of Mobility Survey Executive Summary It seems like just a few years ago that the Internet completely changed the way we do business. And now we are seeing it again, with mobile devices as the catalyst. Once mostly forbidden by IT, smartphones are now being used by hundreds of millions of employees throughout the world to access corporate information to keep up in today’s 24/7 business world. Symantec commissioned the 2012 State of Mobility survey to gauge how organizations are coping with this trend. Applied Research spoke with 6,275 organizations of all sizes in 43 countries from August to November of 2011. Our survey shows that we have reached a tipping point in the business use of mobile devices. Most organizations are making line-of-business application available. They are also developing custom applications, and even making plans to create corporate app stores for employees to download approved software. All this points to the goal of improving corporate agility. Businesses want to improve efficiency and increase workplace effectiveness, as well as get things done quicker, and mobility offers them the chance to do that. But there’s a price. Organizations are aware of the potential dangers mobility can pose, rating it highest among IT initiatives in risk. They’re worried about losing devices, data loss and malware infecting the corporate network through smartphones and tablets. And there’s good reason for these concerns. Businesses are losing a significant amount of money to incidents relating to mobile devices – as much as USD$429,000 annually in the case of large enterprises. Despite these costs, however, organizations feel the risks are worth the benefits, and they are working to implement security measures to rein in these costs and keep their corporate information safe.

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Methodology Symantec commissioned Applied Research to field the State of Mobility survey from August through November of 2011. They contacted a total of 6,275 businesses, with the number of employees ranging from 5 to more than 5,000. Among small businesses, the survey respondents were the person in charge of computers. Among enterprises, we contacted senior IT and C-level executives. The poll has a reliability of 95% confidence with +/- 1.3% margin of error.

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North America

Latin America

United States ................... 500 Canada ............................. 875

Brazil ................................ 150 Mexico .............................. 150 NOLA ................................ 100 SOLA................................. 100

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EMEA

United Kingdom ............... 200 Germany........................... 200 France............................... 200 Italy .................................. 200 Sweden............................. 100 Norway ............................. 100 Spain ................................ 100 Israel................................. 100 Belgium ............................ 100 Netherlands...................... 100 South Africa ..................... 100 Russia............................... 100 Poland .............................. 100

APJ China ................................ 300 Japan................................ 300 Australia ........................... 300 New Zealand..................... 150 India ................................. 250 Singapore ......................... 200 South Korea...................... 150 Hong Kong........................ 150 Malaysia ........................... 150 Taiwan .............................. 150 Thailand ........................... 150 Phillippines ...................... 150 Indonesia.......................... 150 Vietnam ............................ 150

Finding 1 Tipping point in mobility adoption Times are changing for businesses, and in no area is this

“We wanted a smaller leaner workforce, and

more readily apparent than in mobility. These devices

mobile tech was the

have become essential tools for conducting business.

real secret to develop-

Employees are seeing significantly improved productivity by being able to access business resources from anywhere.

ing that.”

Organizations are now commonly making line-of-business applications accessible from mobile devices – 59 percent of respondents reported this to be the case. In fact, now that mobile devices are commonplace, nearly threequarters (71 percent) of businesses are now looking at implementing a corporate “store” for mobile applications. In order to better understand why organizations are adopting mobile computing, we asked them about the most important business benefits. They mentioned increased efficiency, increased workplace effectiveness and reduced time required to accomplish tasks. Taken together, these all benefit their business agility. In many areas of IT, the expectations of implementing a new technology are not always matched by the results. In the case of mobility, however, expectations much more closely matched reality. For example, about three-quarters of businesses expected to increase efficiency through mobile computing, and the full 73 percent did realize that gain.

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CIO for large apparel enterprise

These results largely held true for small businesses and enterprises alike, with efficiency being their top goal. Enterprises were slightly more optimistic in the benefits they would realize, not quite doing as well as they expected, while SMBs had slightly lower expectations that were exceeded. The main difference was that smaller businesses were less likely than enterprises to have plans regarding custom apps or corporate app stores. North America is lagging somewhat behind the curve in mainstream business use of mobile computing, and Latin America is ahead in areas such as line-of-business applications (67 percent compared to 53 percent for North America) and planning corporate app stores (70 percent compared to 52 percent).

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Which applications do your employees currently use for business purposes on their mobile devices? 53% 51%

Sales force automation (SFA) or CRM

58% 59%

Line of business applications Social media applications

58% 62%

Task and project management

61% 63% 65%

Office applications

65%

Instant messaging

Now

73%

66%

Calendar application

Within Next 12 Months

71%

75%

69%

Contacts

80%

70%

Web browser

80% 75%

Email 0%

10%

20%

30%

40%

50%

60%

86%

70%

80%

90%

100%

Do you have plans to roll out a private 'app store' where employees can get officially supported applications for their mobile devices?

Already implemented

11%

Implementing

19%

Discussing

36%

No plans

34%

0%

5%

10%

15%

20%

25%

30%

35%

Please indicate how important each of the following business benefits are for mobile computing: (Somewhat/Extremely important) Reduce cost of doing business

66%

Gain competitive advantage

66%

Employee satisfaction

68%

Improve decision-making

68%

Increase sales

69%

Improved customer relations

69%

Employee productivity

70%

Increase business agility

70%

Reduce time to accomplish business tasks

71%

Increase workforce effectiveness

71%

Increase efficiency

73% 0%

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10%

20%

30%

40%

50%

60%

70%

80%

40%

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Finding 2 Mobile initiatives significantly impacting IT resources Mobility is providing useful benefits, but it’s also creating challenges for IT as they balance it with other areas of focus. Nearly half of the organizations we surveyed (48 percent) see mobile computing as somewhat to extremely challenging, and it is requiring effort to manage. In fact,

“It’s very competitive, and we want to make sure none of our trade secrets get into the wrong hands.”

31 percent of IT staff is involved in some way with mobile computing. They reported that their top priorities are security, backup and dealing with lost or stolen devices. Mobility ranked as the leading IT risk among organizations, being cited as one of the top three risk areas by 41 percent of respondents – more than any other initiative, including virtualization, Web 2.0 and even public cloud computing. They have a variety of concerns, including device loss, data leakage, unauthorized access to corporate resources and malware infection. One in four respondents felt that the risks of mobile computing are somewhat to extremely high, and they identify the fastest growing risks as spam, phishing and malware. In response to these perceived risks, most organizations are at least discussing a range of security measures, from antivirus software to remote disabling of devices. When it comes to implementing these measures, however, less than half have taken those steps. Is this lack of security affecting businesses?

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CIO for large apparel enterprise

What are the top three computing initiative risks in terms of the level of risk they introduce for your organization? (In the top 3) Web 2.0

20%

Upgrading to Windows 7

27%

eCommerce

27%

Private cloud computing

27%

Virtualization

28%

Data center consolidation

29%

Business intelligence

30%

Infrastructure

31%

Public cloud computing

35%

Mobile computing

41% 0%

5%

10%

15%

20%

25%

30%

35%

40%

45%

How would you characterize the level of risk your organization faces in conjunction with mobile computing? Extremely high risk levels

3%

Somewhat high risk levels

21%

Neutral

41%

Somewhat low risk levels

27%

Extremely low risk levels

9%

0%

5%

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10%

15%

20%

25%

30%

35%

40%

45%

Finding 3 Mobile risks impacting organizations

“We’ve had incidents of

In a word, yes. Small and large businesses alike are seeing

employees losing their

damages mount due to mobility-related security issues.

smartphones… it could

They have suffered a variety of losses, measured by direct financial expenses, loss of data, and damage to the brand

amount to $30,000.”

or loss of customer trust. Within the last 12 months, the average cost of these losses was a surprising $247,000 overall. Large enterprises and small businesses are largely experiencing the same kinds of loss, but to a very different degree – small businesses averaged $126,000 of loss, while enterprises averaged $429,000. The average losses also varied widely according to region, from a low in Asia ($199,000) to a high in Latin America ($385,000). In the end, however, most organizations feel that mobility is worth the challenges. Nearly three-quarters (71 percent) feel that they at least break even on the risks vs. rewards.

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IT manager for midsized healthcare company

Please assign a total value, in monetary terms, of each of these losses in the past 12 months: (Means shown) Regulatory fines

$124,412

Reduced stock price

$169,280

Costs to comply with regulations after an attack

$75,109

Direct financial cost (money or goods)

$132,236

Litigation costs

$70,180

Loss of organization, customer or employee data

$81,877

Lost productivity

$129,326

Damaged brand reputation

$144,560

Loss of customer trust/damaged customer relationships

$242,428

Lost revenue

$329,199 $0

$50,000

$100,000

$150,000

$200,000

$250,000

$300,000

$350,000

Which losses have you incurred due to mobile computing during the past 12 months? Regulatory fines

8%

Reduced stock price

9%

Litigation costs

19%

Costs to comply with regulations after an attack

19%

Lost revenue

20%

Loss of customer trust/damaged customer relationships

20%

Damaged brand reputation

21%

Loss of organization, customer or employee data

23%

Direct financial cost (money or goods)

31%

Lost productivity

33% 0%

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5%

10%

15%

20%

25%

30%

35%

Key Recommendations As organizations work to realize the competitive advantage offered through the adoption of mobile computing, Symantec offers the following recommendations to improve the effectiveness of mobile initiatives: •

Enable broadly. Mobility offers tremendous opportunities for organizations of all sizes. Explore how you can take advantage of mobility and develop a phased approach to build an ecosystem that supports your plan. To get the most from mobile advances, plan for line-of-business mobile applications that have mainstream use. Employees will use mobile devices for business one way or another – make it on your terms.



Think strategically. Build a realistic assessment of the ultimate scale of your mobile business plan and its impact on your infrastructure. Think beyond email. Explore all of the mobile opportunities that can be introduced and understand the risks and threats that need to be mitigated. As you plan, take a crossfunctional approach to securing sensitive data no matter where it might end up.



Manage efficiently. Mobile devices are legitimate endpoints that require the same attention given to traditional PCs. Many of the processes, policies, education and technologies that are leveraged for desktops and laptops are also applicable to mobile platforms. So the management of mobile devices should be integrated into the overall IT management framework and administered in the same way – ideally using compatible solutions and unified policies. This creates operational efficiencies and lowers the total cost of ownership.

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Enforce Appropriately. As more employees connect their personal devices to the corporate network, organizations need to modify their acceptable usage policies to accommodate both corporate-owned and personally-owned devices. Management and security levers will need to differ based on ownership of the device and the associated controls that the organization requires. Employees will continue to add devices to the corporate network to make their jobs more efficient and enjoyable so organizations must plan for this legally, operationally and culturally.



Secure comprehensively. Look beyond basic password, wipe and application blocking policies. Focus on the information and where it is viewed, transmitted and stored. Integrating with existing data loss prevention, encryption and authentication policies will ensure consistent corporate and regulatory compliance.

Copyright © 2012 Symantec Corporation. All rights reserved. Symantec, the Symantec Logo, and the Checkmark Logo, are trademarks or registered trademarks of Symantec Corporation or its affiliates in the U.S. and other countries. Other names may be trademarks of their respective owners

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